Phone Support Agent

What is a Phone Support Agent?

A Phone Support Agent is a frontline professional responsible for delivering exceptional customer service, managing inquiries, and resolving issues via telephone. In a fast-paced startup environment, they build strong customer relationships, provide tailored solutions, and contribute to sales growth through proactive engagement.

Phone Support Agents serve as the voice of the company, ensuring customers receive accurate and timely information. Their ability to handle high call volumes, address concerns, and offer personalized experiences enhances customer loyalty and satisfaction.

Average Monthly Employment Cost (with Benefits)

Average Annual Employment Cost (with Benefits)

‍

Phone Support Agent Job Description

We are seeking a dedicated Phone Support Agent to join our dynamic startup and deliver outstanding service to our customers. In this role, you will handle incoming calls, resolve inquiries, and provide tailored solutions to enhance the customer experience.

Responsibilities include maintaining detailed customer records, meeting sales targets, and handling complaints with professionalism. If you are customer-focused, adaptable, and thrive in a fast-paced environment, this role offers the opportunity to make a meaningful impact.

In this role, you will: 

• Build strong, sustainable relationships with customer accounts by fostering open and interactive communication.
• Provide accurate, valid, and complete information by leveraging appropriate tools and methods.
• Manage a high volume of incoming calls, addressing customer inquiries and providing exceptional service.
• Generate and qualify sales leads through proactive customer engagement.
• Assess customer needs and provide tailored solutions to enhance satisfaction and loyalty.
• Adhere to communication procedures, guidelines, and policies to ensure consistency and compliance.
• Go the extra mile to engage customers, ensuring a positive and personalized experience.
• Meet and exceed team sales targets and call-handling quotas while maintaining a high level of service.
• Handle customer complaints effectively, offering solutions and alternatives within established timeframes, and following up to ensure successful resolution.
• Maintain detailed records of customer interactions, process accounts, and file necessary documents.

Essential Skills & Qualifications:

• Proven experience in customer support or as a Client Service Representative, ideally within a tech or startup environment.
• Strong phone contact handling skills, with active listening and empathy to effectively address customer needs.
• Excellent communication and presentation skills, able to convey complex information in a clear and engaging manner.
• Demonstrated success in meeting and exceeding sales quotas.
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• Familiarity with CRM systems and practices to track and manage customer interactions.
• Customer-focused mindset, with the ability to adapt to various personalities and communication styles.

Preferred Qualifications:

• Experience working in a startup or fast-paced tech environment.
• Proficiency in managing high call volumes and maintaining quality service standards.
• Knowledge of sales techniques and strategies to identify opportunities and drive results.
• A problem-solving mindset with the ability to offer creative solutions for customer concerns.
• Passion for delivering exceptional customer experiences and building long-term relationships.